30486: Toll Free verification rejection - HELP keyword response must meet requirements

The Toll-Free phone number verification submission has been reviewed and it was rejected. Messaging traffic on this Toll-Free number is blocked until it's verified.

Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process looks at the business sending messaging (not the software powering it), the use case, sample content, the web presence, the opt-in/consent collected and associated website terms and privacy policies.

The HELP keyword response provided in your submission does not meet compliance requirements. Common issues include:

• Missing customer contact details (phone number, email, or website)
• Missing your business/brand name
• Incomplete or unclear support information
• Non-compliant formatting or content

• Update your HELP response to include:

  • Your business/brand name
  • Customer contact details (phone, email, or website)
  • Clear instructions for getting assistance
  • Hours of availability (if applicable)

• Ensure the response is concise yet complete

Why was my Toll Free Verification Rejected?

Required information for Toll-free verification

Toll-Free best practices